Jumpstart your Service Operations Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Jumpstart your Service Operations Workspace

    The Jumpstart Your Service Operations Workspace Accelerator provides Impact customers with a comprehensive introduction to the Service Operations Workspace, designed to streamline IT Service Management (ITSM) operations in a unified environment. This program includes a demonstration using a temporary cloned instance, showcasing best practices for implementation.

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    Key Features

    • Provisioning of a temporary instance for practical experience.
    • Activation and configuration of Service Operations Workspace.
    • Up to 90 minutes of Customer Coaching Session #1, covering workspace strategy and a demonstration of functionalities.
    • Access to the temporary instance for thirty days to explore features such as:
      • Unified navigation for managing incidents, problems, and interactions.
      • Creation of actionable alerts to enhance response times.
      • Personalized views to improve employee experience.
      • Collaboration tools for faster issue resolution across teams.
    • Optional Customer Coaching Session #2 for Q&A on Service Operations Workspace.

    Key Resources and Responsibilities

    The program outlines specific roles to ensure effective implementation:

    • Platform Owner: Oversees the ServiceNow platform and aligns team efforts with business strategy.
    • System Administrator(s): Maintains platform stability and manages application support.
    • IT Service Desk Manager: Manages IT Service Desk operations.
    • Service Desk Agent(s): Handles day-to-day ITSM tasks.
    • Trusted Service Partners: Participate in coaching sessions to gain insights on best practices.

    Exceptions

    This Accelerator may not be available in specific restricted environments, including FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or for self-hosted customers. ServiceNow does not assume responsibility for implementing recommendations on production or sub-production instances.

    This Accelerator illustrates a demonstration of the possibilities and capabilities of Service Operations Workspace.

    Overview

    Jumpstart Your Service Operations Workspace Accelerator provides Impact customers with an overview of Service Operations Workspace, which aims to provide a unified workspace for day-to-day IT Service Management (ITSM) operations. An applied demonstration of the possibilities and capabilities via a temporary cloned instance and leading practices on getting started is included.

    For more information on the product, see https://servicenow.com/docs/csh?topicname=sow-landing-page.html&version=latest

    Note:
    This Accelerator is available for Impact Guided, Advanced, and Total packages.

    Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions available at https://www.servicenow.com/legal/servicenow-impact.html.

    What you get

    Service Operations Workspace Setup
    • Provisioning of a temporary instance
    • Activating and configuring Service Operations Workspace
    Customer Coaching Session #1 (up to 90 min)
    Thirty days of access to the temporary instances
    Review of:
    • Workspace strategy overview
    • Demonstration of Service Operations Workspace
      • Manage incidents, problems, and interactions easily with a unified navigation
      • Create actionable alerts to reduce Mean Time to Resolution
      • Improve overall employee experience with personalized, configurable views
      • Collaborate across teams to resolve issues faster
    • Key resources and guides
    Customer Coaching Session #2 (Optional on Customer request – up to 60 min)
    Opportunity for a Questions and Answers session related to Service Operations Workspace

    Requested customer resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    Platform Owner (Required) Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    System Administrator(s) (Required) Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
    IT Service Desk Manager (Recommended) Subject matter expert responsible for managing IT Service Desk.
    Service Desk Agent(s) (Recommended) Subject matter expert(s) responsible for day-to-day ITSM operations.
    Trusted Service Partners (Recommended) Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.

    Requested information/access

    Please refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html

    Exceptions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator Activities may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted customers, or in other restricted environments.

    ServiceNow is not responsible for implementing [Product] recommendations on Customer’s sub-production or production instances.